The average dissatisfied customer will share their experience with at least 10 other people, according to a study on customer relations conducted by Ohio State University. This negative reporting can be damaging, as acquiring new customers is a costly and time-consuming procedure. A business that effectively handles customer complaints with a respectful and positive attitude is more likely to retain customers and gain a reputation for customer satisfaction. The following guidelines are for dealing with minor disagreements or complaints, if a customer is abusive or overly hostile, contact your colleagues, supervisor or security to assist with the situation.
Guidelines for Handling an Upset Customer
Stay Calm
Recognize that the client is not necessarily upset with you personally, but rather with a disagreeable experience or company policy. Maintain a respectful tone of voice and positive body language, such as uncrossed arms and good eye contact, regardless of the client's demeanor.
Apologize Sincerely
Apologize for the client's experience, even if the situation is not your fault or you feel that the client is being unreasonably upset. If you are the person responsible for the client's bad experience, apologize, take responsibility for your actions and resolve the situation with further discussion or management assistance, if necessary.
Listen
Encourage the client to explain the situation and then acknowledge the problem. By repeating what you hear and asking questions, the client realizes that you are interested in resolving the situation and should respond with less emotion. For instance, you may say something such as, 'I’m sorry about your experience. I understand that you’re having a problem with (specific scenario). What can I do to help?' Provide reassurance that you are committed to working toward mutual resolution of the issue.
Document the Complaint
Always document customer complaints. Inform clients that you're keeping a record of their issue, so that they understand that their complaint is being taken seriously. A record may also be used for training purposes to avoid similar complaints in the future.
Present a Solution
Determine solutions to offer to the customer according to company policy. For instance, a sincere apology may be all that is necessary to satisfy the customer. In other instances, you may want to issue a discount or free item for situations involving faulty merchandise, company mistakes or a particularly disagreeable experience.
Consider Company Policy
Be flexible in dealing with complaints about company policies or procedures. Consider the individual case and determine if the policy can be overridden. If the decision is outside of your work remit, you may need to consult with a supervisor. In any case, avoid responding to upset clients with statements such as, 'It's just our company policy' or 'The system won't let me'.
Be Efficient
Take action immediately. After determining an agreeable solution with the client, follow through with the plan quickly and efficiently. Always follow up with the client to ensure that their expectations have been met.
References
Ohio State University: Keeping Customers Satisfied
Erin Connelly - Since 2003 Erin Connelly has been a writer for university, government and nonprofit publications. She has edited submissions for "Nature," ...
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